Written by

Carla K. Johnson
and Ricardo Alonso-Zaldivar

A decision by the Obama administration to require that consumers create online accounts before they can browse health overhaul insurance plans appears to have led to many of the glitches that have frustrated customers, independent experts say.

Most e-commerce websites - as well as www.medicare.gov - are not designed to require those merely browsing to set up accounts. But it's one of the first steps on www.healthcare.gov.

Consumers trying to create their accounts multiplied the volume of online transactions that overwhelmed the website last week, causing long waits and exasperation. ...